Real Time Analyst - Onsite

DUTIES AND RESPONSIBILITIES:

· Operational Oversight: Manage daily workforce operations by analyzing key metrics (staffing, call volume, average handling time) and assessing outcomes (service level agreements, average speed of answer, abandonment rate).

· Intraday Monitoring: Monitor real-time performance, making data-driven decisions and consulting with the operations team to enhance efficiency, including managing overtime and adjusting call routing as needed.

· Weekly Planning: Lead the weekly planning process, collaborating with operations to analyze past performance and communicate actionable insights for upcoming weeks.

· Onboarding and Offboarding: Facilitate the onboarding and offboarding of team members, ensuring a smooth integration into the workforce.

· Data Analysis: Conduct in-depth analysis of operational data to identify trends and insights, driving continuous improvement initiatives.

· Process Improvement: Proactively initiate, develop, and implement enhancements to workflows and processes, and participate in special projects to optimize operations.

· Training and Knowledge Transfer: Provide training and knowledge transfer sessions for new workforce management team members, serving as a primary resource for inquiries from real-time analysts and operations.

· Real-Time Issue Resolution: Address real-time operational anomalies by collaborating with team leaders and workforce management to implement effective solutions.

· Reporting: Generate comprehensive reports on operational performance and disruptions, providing stakeholders with insights to inform strategic decisions.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required.

Benefits